Predictive dialers are outbound calling setups that are efficient enough to dial automatically from a wide list of phone numbers. Similar to other types of auto dialers, also referred to as robo dialers, predictive dialers are capable of calling numbers automatically which aids call center agents in cases of disconnected lines, no-answers, busy signals, and voicemail, etc. This helps optimize the talk time.
The main difference between predictive dialers and automatic dialers is the ability to utilize call metrics while making predictions about when a “human” call center agent is available to make his next call. Another differentiating feature of these dialers is that they possess the capacity of making multiple calls simultaneously. This technology was invented with the intent of calling the right number of leads at the right time to make sure that talk time and contact center agent utilization is at its best.
Another type of automatic telephone dialing system that works on pretty much the same principals is the preview dialer. What this dialer does is that it presents the contact center agent with the information of the caller or prospect and requires a manual response about it is either supposed to make the call or not. Although ridding the agent of manual dialing, a preview dialer is still different than a predictive dialer since the predictive dialer turns the call over the subsequent accessible agent.
Similarly, another automated telephone dialing system called the power dialer connects agents with prospects efficiently by permitting agents to focus on live connections instead of manual dialing. The difference between a power dialer and a predictive dialer is that it uses a manually configured call-to-agent algorithm. Every time an agent is available, the system instinctively dials the next contact based on the algorithm. With these settings, the contact center has complete control over aspects like automatic dialing rates and has better shots at dealing with issues like busy signals and disconnected lines, etc.